Service Management Analyst

7 days ago

Sydney, Australia Perigon Group Full time

$120k - $130k Package (Depending On Experience)
- Excellent Growth Opportunities
- Sydney Based - Hybrid Working Arrangements

**The Role**:
Our client is a Global Professional Services organisation on the lookout for an Service Management Analyst - ITSM to join their team
- $120k - $130k Package (Depending On Experience)
- Excellent Growth Opportunities
- Sydney Based - Hybrid Working Arrangements

**Your Responsibilities**:

- Drive the development and maturity of all ITSM processes (Incident, Problem, Change, Transition) according to Industry best practices
- Drive education and adoption of all ITSM processes with all stakeholders across the firm
- Leadership of global teams through Major Incidents up to and including DR and BCP scenarios
- Ensure that IT provide the highest quality of support service to the firm, through constant monitoring and awareness of all major incidents and problems raised by users ensuring they are resolved in a timely manner.
- Manage incidents raised to major incident and problem status effectively through the problem management process and coordinate a full recovery as quickly as possible.
- Manage the Change Management process, acting as a Change Manager ensuring full assessment of each change request, chairing the CAB and overseeing the associated tasks and workflow.
- Ensure the Change Management process is adhered to by all staff.
- Accountable for successful implementation of new services into the production environment as a work stream lead or resource.
- Ensuring the project team considers the effect on IT teams during decision making and subsequently organises necessary support plans to support these decisions
- Ensuring all documentation pertaining to the deployment of new projects/services is correct and is handed over to the operational teams to be maintained
- Contributing to the communication of all information relevant to the business - both in an Incident management capacity and for new Services being introduced.
- Additional duties and tasks are required to complete the primary objectives of the role.

**About You**:

- Must be able to demonstrate success in a similar role.
- Demonstrated ability to deliver outstanding service in a high-pressure environment working in a medium to large organisation.
- Previous experience in a structured Incident/Problem/Change controlled environment.
- A thorough understanding of all ITIL processes and functions in particular those related to Service Management.
- A thorough understanding of various project methodologies.

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